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Associate - Projects

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Cognizant

7d ago

  • Job
    Full-time
    Mid & Senior Level
  • Software Engineering
    IT & Cybersecurity
  • Hyderabad, +1

AI generated summary

  • You should have 3-5 years of experience in AI chatbots and service desk solutions in the airline industry, with a focus on leading projects and enhancing customer service operations.
  • You will train IT Help Desk staff, recommend customized training, mentor team members, manage special projects, monitor Help Desk metrics, and handle Level I issues as assigned.

Requirements

  • We are seeking a highly skilled Technical Lead with 3 to 5 years of experience in AI-enabled chatbots and service desk solutions within the airline industry.
  • The ideal candidate will work in a hybrid model primarily during the day shift and will not require travel.
  • This role involves leading technical projects ensuring seamless integration of AI technologies and enhancing customer service operations.

Responsibilities

  • Responsible for training new IT Help Desk Technicians and Support staff in our business process and systems
  • Work with the IT Support Manager to recommend customized training of the Support staff as needed
  • Collaborate with the IT Support Manager to grow and maintain a strong team of IT Help Desk Technicians mentoring and developing resources to build skills and progress to higher levels within the organization
  • Own special projects such as audits investigations documentation as well as participate in software patching and vulnerability remediations as assigned
  • Monitor measure and provide reporting on Help Desk metrics to ensure team members are meeting expectations
  • Responsible for Level I issues as assigned based on overall complexity and/or team capacity

FAQs

What is the required experience level for this position?

The ideal candidate should have 3 to 5 years of experience in AI-enabled chatbots and service desk solutions within the airline industry.

What is the work schedule for this role?

This role primarily operates during the day shift and follows a hybrid model.

Is travel required for this position?

No, this role does not require any travel.

What are the main responsibilities of this position?

Responsibilities include training new IT Help Desk Technicians, collaborating with the IT Support Manager, owning special projects, monitoring Help Desk metrics, and handling Level I issues as assigned.

Will I need to train new staff in my role?

Yes, you will be responsible for training new IT Help Desk Technicians and Support staff in business processes and systems.

Will there be opportunities for professional development?

Yes, you will collaborate with the IT Support Manager to mentor and develop resources to build skills and progress within the organization.

What types of projects will be involved in this role?

You will own special projects such as audits, investigations, documentation, as well as participate in software patching and vulnerability remediation.

How will performance be measured in this role?

You will monitor, measure, and provide reporting on Help Desk metrics to ensure that team members are meeting expectations.

Consulting
Industry
10,001+
Employees

Mission & Purpose

Cognizant is a multinational technology company that provides a wide range of IT services and solutions to organisations worldwide. Their primary focus is on helping businesses transform and thrive in the digital age. Cognizant's mission and purpose are centred around delivering innovative and cutting-edge technology solutions that drive client success. They offer services such as digital strategy, consulting, technology implementation, and IT outsourcing, enabling companies to adapt to evolving market dynamics, enhance operational efficiency, and deliver exceptional customer experiences. Cognizant's ultimate goal is to empower their clients with the tools, insights, and capabilities needed to navigate complex technological landscapes and achieve their business objectives in an increasingly digital world.